bradley a.
Entertainment, 101-500 employees
Less than 6 months
“Agent performance insights made evaluations easy”
Pros
Visibility into agent behavior and performance is actually really useful and the scorecard format makes it much easier to drill down into specific behaviors and evaluate them clearly.
Cons
Still in the testing phase. We're in the process of fine-tuning everything so we can feel fully confident that the searches are configured the right way before our teams start relying on the tool for coaching and quality management.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Seth S.
Construction, 51-100 employees
Less than a year
“Perfect addition to our call center”
Pros
This tool has been a valuable addition to our call center and has helped our managers become much more efficient when it comes to monitoring and coaching the team.
Cons
There really isn't anything that comes to mind as a downside.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Andrew E.
Construction, 101-500 employees
Less than 6 months
“simple and flawless”
Pros
Feels very simple and it works flawlessly most of the time.
Cons
It isn't free although that's pretty much expected.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Dave K.
Financial Services, 11-50 employees
Less than a year
“full call visibility”
Pros
It's simple to work with and lets us score 100% of our calls and also saves us from needing to bring on a large group of quality coaches. Other valuable features I liked were access to transcripts, the ability to set up keyword searches and tracking customer sentiments!
Cons
We're very happy with everything, nothing to report
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Michael S.
Health, Wellness and Fitness, 101-500 employees
More than a year
“Simple to use”
Pros
Once I locate the calls, using the platform is actully pretty simple and it works well for reviewing conversations with my team.
Cons
Tracking down calls is not always simple and a lot of the calls my team makes do not show up in the system.
Rating Distribution
Ease of use
9
Value for money
8
Customer Support
9
Functionality
8
Adam U.
Insurance, 101-500 employees
More than a year
“Great call filtering”
Pros
The filtering tools have been the biggest advantage because they let me narrow results by user and by the date the call happened.
Cons
I still can't locate the call I want to review. Even after filtering by user and the day the call occurred some calls don't appear. Part of the call information on the first screen gets covered up when the call starts playing.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Sue P.
Insurance, 101-500 employees
More than a year
“quick access to call records”
Pros
Being able to pull up calls ourselves without having to request them from the QA team is great.
Cons
At some instances, the system wasn't available or didn't work properly when we needed to use it.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
9
Functionality
8
Steve D.
Telecommunications, 51-100 employees
More than a year
“Smart exports and responsive team”
Pros
Its system is simple to navigate and use. Exporting data is also very user-friendly and the automation options save a lot of time. Customer support too is outstanding, easily among the best I've worked with. They even built a new search algorithm from a request we made, using the variable data we provide them.
Cons
A few of the newer features still have somewhat limited functionality but those issues are being handled fairly quickly.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8